IT Support Specialist

1. Advanced Troubleshooting - Diagnose and resolve complex hardware, software, network, or application issues escalated from Level 1 support. - Reproduce reported problems in controlled settings to identify root causes. - Conduct root cause analyses and document findings for recurring or systemic issues. - Collaborate with third-party vendors or internal teams to address service disruptions. 2. System & Application Support - Install, configure, and maintain enterprise applications, operating systems, or network services. - Implement updates, patches, and configuration changes as necessary. - Assist with incident responses and system recoveries following outages or security incidents. - Provide support during integrations, data migrations, or deployment activities as required. 3. Collaboration & Escalation - Partner closely with Level 3 teams (engineering, development, or infrastructure) for in-depth analyses. - Supply detailed escalation reports that include logs, reproduction steps, and impact assessments. - Clearly communicate progress and solutions to both stakeholders and non-technical users. - Serve as a technical advisor to Level 1 staff, offering guidance and training for complex issues. 4. Documentation & Knowledge Management - Create and maintain internal documentation for troubleshooting procedures and technical solutions. - Contribute to the knowledge base utilized by support teams and end users. - Keep accurate records in the ticketing or incident management system (e.g., ServiceNow, Jira, Zendesk). - Document known errors and their workarounds for future reference. 5. System Monitoring & Preventive Maintenance - Monitor infrastructure and applications for recurring alerts, performance issues, or potential failures. - Analyze trends from incident data to propose preventive measures. - Recommend process or configuration improvements to mitigate future problems. - Support service continuity by adhering to ITIL-based best practices (e.g., Incident, Problem, and Change Management). - Provide technical support for POS software and hardware (registers, kiosks, barcode scanners, printers, etc.). - Troubleshoot and resolve issues related to software, hardware, and networking via phone, email, and remote sessions. - Document reported issues, troubleshooting steps, and resolutions in the ticketing system. - Collaborate with the development team on escalated software bugs or configuration matters. - Guide customers through system installations, updates, and configuration changes. - Stay informed about POS features, IT best practices, and system updates. - Deliver outstanding customer service and ensure timely resolution of support inquiries.